Biotech Customer Service Representative EMEA

About

DNA Script is a leading company in manufacturing de novo synthetic nucleic acids using enzymatic DNA synthesis (EDS) technology. The company aims at accelerating innovation in life science and technology through the decentralization of rapid, on demand and high-quality DNA synthesis. DNA Script's approach leverages nature's billions of years of evolution in synthesizing DNA to set a new standard for customizing nucleic acid synthesis thus accelerating discovery in genetics, genomics, and synthetic biology. Discovery disciplines with profound impacts upon humanity such as biopharma, translational genetics and even molecular information storage all start with synthetic DNA. The company has recently initiated the commercialization of its first EDS powered platform, the SYNTAX system.

To date, DNA Script has raised over $315M of financing, with leading investors such as Coatue Management, Fidelity Management and Research, Catalio Capital Management, Casdin Capital, LSP, Bpifrance Large Ventures, Danaher, Illumina Ventures, Agilent, Merck Ventures, Sofinnova Partners, Kurma Partners and Eurazeo.

DNA Script also partners on technology and product development with leading organizations such as DARPA, IARPA, Moderna Therapeutics, GE Research, Illumina, the Broad Institute, Harvard University, Institut Pasteur and the French Department of Defense.

DNA Script has its research and manufacturing facilities headquartered in Paris, France, and is in the process of expanding its commercial and development teams in South San Francisco.

Job Description

We are seeking a dedicated and highly organized Customer Service Representative (CSR) to join our dynamic team in Europe. The CSR will be responsible for providing outstanding support to our customers across EMEA, ensuring timely and efficient handling of inquiries, orders, and product information related to our DNA synthesis services. This role requires a customer-focused individual with excellent communication skills, preferably with an interest in the life sciences industry.

Key Responsibilities

  • Serve as the primary point of contact for customers across Europe, handling inquiries via phone, email, and other communication channels.
  • Assist customers with order placements, status updates, and delivery inquiries.
  • Dispatch technical queries to the appropriate department and ensures a response is provides to customers.
  • Facilitates quote and purchase order processing as appropriate
  • Work closely with the Sales and Production teams to ensure that customer orders are processed smoothly and meet the customers' expectations.
  • Maintain accurate records of customer interactions, orders, and support requests in the company’s CRM system.
  • Manage low-level customer complaints (product delays, wrong address, etc.), providing appropriate solutions in a timely manner while ensuring customer satisfaction.
  • Track and report on key performance indicators (KPIs) related to customer service (e.g., response time, resolution time, customer feedback, Customer satisfaction).
  • Ensure compliance with company policies, product specifications, and regulatory requirements.
  • Assist in managing customer accounts, including renewals, contract updates, and any account-related issues.
  • Provide feedback to the product development team based on customer inquiries and needs.
  • Assist with logistics and shipping inquiries and resolve issues related to delivery schedules or product quality.

Requirements

  • Proven 4+ years’ experience in customer service roles, serving highly technological clients, preferably in the biotechnology or pharmaceutical industry (experience with DNA synthesis services is a plus)
  • Excellent communication skills (both written and verbal) with fluency in English; proficiency in additional European languages (e.g., German, French) is an advantage.
  • Excellent problem-solving and interpersonal skills.
  • Ability to handle multiple tasks and prioritize effectively in a fast-paced environment.
  • Familiarity with CRM systems and order management platforms.
  • A customer-oriented mindset with a passion for delivering exceptional service.
  • Attention to detail and the ability to work autonomously as well as within a team.
  • Knowledge of DNA synthesis and molecular biology techniques is preferred but not required; on-the-job training will be provided.

This role can be performed remotely.

Additional Information

  • Contract Type: Full-Time
  • Location: Le Kremlin-Bicêtre
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